Note: The job is a remote job and is open to candidates in USA. Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. The Customer Success AI Operations Lead will build and implement AI-enabled workflows to enhance the efficiency and effectiveness of the Customer Success team, focusing on automating processes and improving customer engagement.
Responsibilities
- Build AI-powered workflows, automations, prompts, templates, and tools that reduce manual work and improve CS execution
- Prototype and scale workflows such as automated EBR/QBR decks, renewal briefs, customer summaries, risk narratives, meeting prep, and next-best-action recommendations
- Help operationalize the CS operating model, including lifecycle stages, health and risk models, renewal readiness, executive engagement, customer prioritization, and value tracking
- Partner with CS, RevOps, Data, Support, Product, and other teams to connect the right data into the right workflows
- Work across systems such as Salesforce, Gainsight, Clari, Gong, Zendesk, Snowflake, Slack, Zoom, Google Workspace, Claude, ChatGPT, and other AI/automation tools
- Establish prompt structures, QA checks, feedback loops, and documentation to ensure AI outputs are useful, accurate, and scalable
- Gather feedback from CSMs and leaders, iterate quickly, and continuously improve workflows based on real team usage
- Help CSMs spend less time on manual reporting, prep, and coordination, and more time on high-value customer engagement
Skills
- 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a similar role
- Demonstrated experience using AI tools to build practical workflows, automations, internal tools, summaries, agents, or business processes
- Strong builder/operator mindset with a bias toward fast prototyping and iteration
- Comfort working with CRM, CS, support, revenue, or data systems
- Ability to take loosely defined ideas and turn them into structured execution
- Strong systems thinking across process, data, tools, and user experience
- Comfortable operating in ambiguity and making pragmatic tradeoffs
- Strong cross-functional communication and documentation skills
- High ownership, attention to detail, and willingness to incorporate feedback quickly
- Hands-on experience with Salesforce, Gainsight, Gong, Clari, Zendesk, Slack, Zoom, Google Workspace, or similar GTM tools
- Experience with Claude, Claude Code, ChatGPT, Gemini, Cursor, Replit, or other modern AI tools
- Experience with automation tools such as Zapier, Make, Workato, n8n, Tray.io, or similar platforms
- Familiarity with Snowflake, SQL, data warehouses, BI tools, or data modeling concepts
- Experience building workflows that use CRM, call, support, product, or customer data
- Customer-facing experience in CS, Support, TAM, Solutions Consulting, or Technical Support
- Basic scripting, API, or low-code/no-code automation experience
- Experience administering or configuring GTM systems
Benefits
- Participation in a bonus or commission plan
- An equity grant
- Medical, dental, and vision insurance
- Paid parental leave
- Flexible time off
- A 401(k) plan with employee and company contribution opportunities
- Life and disability insurance
- Tuition reimbursement
Company Overview